1.03 UNDERSTAND HOW INTER-ORGANIZATIONAL SYSTEMS OPERATIONS IMPACT PRODUCTS AND SERVICES OFFERED AT HOSPITALITY AND TOURISM DESTINATIONS What are the categories of departments within hospitality and tourism destinations? What are the categories of roles and responsibilities entailed within positions of hospitality and tourism destinations? What are the categories of functions and interactions of departments within hospitality and tourism destinations? How do performing responsibilities impact the quality of products and services offered to customers/travelers/customers? Slide

Slide 2  Classify departments and positions within hospitality and tourism destinations.  Understand how departments and positions work as an inter-organizational system for the customer/guest. GOALS

There are typically 8 different departments Accounting Engineering Human Resources Food and Beverage Housekeeping Management Marketing/Sales Security

Accounting  Keeps track of financial transactions such as payments, deposits, etc. Prepares financial reports and statements for the business.

Engineering CHAPTER 3 Slide 5  Responsible for the physical maintenance and upkeep of all hospitality and tourism destinations; including: repairs, grounds keeping, maintenance,

Human resources  Manages all individuals within hospitality and tourism destinations. Recruits and interviews new employees, assists employees with compensation and benefits, establishes and implements policies and procedures for all employees to follow, evaluates employee performance, etc.

Food and Beverages  Manages the food and beverage services, including: full- service restaurants, quick-service, room service, cocktail bars, etc.

Housekeeping CHAPTER 3 Slide 8  Responsible for keeping public spaces clean, sanitary and attractive; including: restrooms, guest rooms, entrances, meeting spaces, etc.

Management  Responsible for the overall operations of hospitality and tourism destinations. Manages each department within each destination. Overall goal is to keep customers happy by producing a great experience at their destination(s).

Marketing/sales CHAPTER 3 Slide 10  Responsible for developing, promoting and selling products and services offered at hospitality and tourism destinations. Uses venues such as advertising, public relations, personal selling, offering sales and discounts, etc.

Security Slide 11  Responsible for maintaining safety at all hospitality and tourism destinations. Prevents crime while protecting people and their property.

Front of the House v/s Back of the House Slide 12  Front of the house- These job positions take place in areas where direct contact is made with the customers. The purpose of front-of-the-house is for employees to have first-hand interaction with customers. Examples- lobby greeters, bell hops, front desk attendants, waiters/waitress. Front of the house-  Back of the house- These job positions work behind the scenes. The purpose of back-of-the-house employees is to maintain management, functionality and upkeep of hospitality and tourism destinations. Examples- engineers, human resource workers, accounting, sales/marketing. Back of the house-

The Hospitality Organization Slide 13  Organizational Behavior– actions and attitudes of individuals and groups toward one another and toward the organization as a whole, and its effect on the organization's functioning and performance.attitudesindividualsgroupsorganization'sperformance  Organizational Chart- chart that shows how the tasks of the business are organized and who performs these tasks

Vocabulary to know  Organizing – designing the internal structure of the business  Revenue center – division or department that sells products that bring in revenue  Role – set of expectations and responsibilities that go with an aspect of a person’s life  Support center – division or department that does not make revenue directly and provides services that enable the revenue centers to make money Slide 14

Organization chart of hotel  organizational chart organizational chart Slide 15